Refunds and credits

Refunds and credits

How to obtain a refund

If your gas or electricity bill is showing a credit balance you may be eligible for a refund. To ensure the credit balance is correct please contact us with the following information:

  • A current meter reading – This will be used to ensure your account is billed up to date for the correct energy
  • Details of any other gas or electricity accounts you have with us – If you have any other business accounts we'll review them and discuss any options such transferring your credit to one of your other accounts that may have a debit.

If your credit balance is correct a refund can be issued using one of the following methods:

  • If you pay by Direct Debit we'll attempt to refund the balance direct to your bank account
  • If you pay by any other method the credit can be refunded by cheque
  • If your payments have been made by credit or debit card we'll attempt to refund direct to the card(s)

All refunds should be processed within 10 working days from the date you make contact regarding the refund/credit balance. If a situation arises that prevents the refund from being processed within this timeframe a Customer Service Representative will contact you.

If you have a credit balance and pay by Budget Direct Debit

Budget Direct Debits are calculated for a 12 month period so it is not uncommon for your account to reflect a credit balance at some points during the year, generally during periods of lower energy usage such as summer. This credit will then be used during periods of higher energy usage, such as winter.

Should you have any concerns, and wish to verify the credit balance please contact us with a current meter reading so we can assess your account. We'll ensure the credit is accurate and that the monthly payments are set up correctly. If the monthly payments are too high or too low they'll be adjusted accordingly.

Where a credit is a result of monthly payments that are too high either a partial or full refund can be issued. The options available will be discussed further on your call.

It is not uncommon for your account to reflect a debit balance at some points during the year when paying by budget direct debit. Should you have any concerns regarding debit balances please contact us with a current meter reading so we can assess your account.

Closed gas and electricity accounts

If you move your supply from SSE or move from premises supplied by SSE, your final bill will confirm any closing credit balances you may have. Where we have the full and correct details we'll try to issue refunds of credit balances within 28 days of the final bill.

If you paid your account by direct debit we'll attempt to refund the closing credit balance direct to your bank account.

If you paid by any other method the closing credit balance will be refunded by cheque. If you have moved property please ensure you contact us with a forwarding address to ensure that you receive the cheque.

Where you have multiple gas and/or electricity accounts you may prefer to transfer the final credit balance to another account, instead of receiving a refund. If you would rather a final credit balance be transferred please contact us so that we can look into this further. Alternatively, we may contact you discuss this as an option.

Unclaimed credits

There is no time limit on claiming a closing account credit.

If you believe that you have a closing credit balance that has not been refunded, or you are unsure if you have any closing credit balances to be refunded, please contact us and we will be happy to take a look into this and confirm the situation.

Security deposits

If we hold a security deposit at the time an account is finalised this will be transferred, along with any interest accrued, onto your gas/electricity account.

If you have a debit balance on your gas/electricity account the security deposit is offset against this and any remaining credit will be refunded by cheque.

If there is not an outstanding balance due for payment on your gas/electricity accounts the full security deposit, including interest, will be refunded by cheque.

If you have moved property please ensure you contact us with a forwarding address to ensure that you receive the cheque.

How to contact us

You can contact us via one of the following methods:

  • Call us using the telephone number printed on your gas or electricity invoice or on 0345 725 2526*.
  • Email: sme.service.helpdesk@sse.com
  • Post: SSE Business Energy, PO BOX 514, Basingstoke RG21 8WT

*Calls may be recorded and/or monitored for quality assurance and compliance purposes